remoteonsite
Technical Support Engineer - II - Xactly Corp.
Software Engineer
Senior technical support engineer responsible for diagnosing and resolving complex Windows and Linux issues, managing incident tickets in ServiceNow, and providing expert SQL and PowerShell scripting support to enterprise customers.
About the role
Key Responsibilities
- Diagnose, troubleshoot, and resolve high‑complexity technical issues across Windows and Linux platforms for enterprise clients.
- Manage incident lifecycle in ServiceNow, ensuring timely resolution and accurate documentation.
- Develop and maintain PowerShell and Bash scripts to automate routine support tasks and improve service efficiency.
- Analyze SQL queries and database performance to identify and remediate bottlenecks affecting application functionality.
- Collaborate with cross‑functional teams (engineering, product, and operations) to provide root‑cause analysis and preventive solutions.
- Participate in on‑call rotations and 24/7 support coverage as required.
Requirements
- 3+ years of experience in technical support or help‑desk roles, preferably in enterprise software environments.
- Strong knowledge of Windows and Linux operating systems, networking fundamentals, and common enterprise applications.
- Proficiency in SQL and scripting languages (PowerShell, Bash).
- Experience with ITIL processes and ServiceNow ticketing system.
- Excellent communication skills and a customer‑centric mindset.
Skills
linuxsqlservicenowitil